Officer - Customer Service

Customer Service Officer – Medical Call Center (MCC) - (MNGHS)As a member of Munich Re the Med Net Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a “Officer – Medical Call Center (MCC)”, Officer in the customer service call centre role is to provide exceptional customer service support to customers and/or insured members. Will handle high volume of incoming calls, chats and emails inquiries, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction. Assist in department activities and tasks as and when requested.Your Role: Handle incoming/inbound customer and/or members inquiries, requests, and complaints through phone, chat and email channels, in a timely and professional manner.Carry out outbound calls to customers/Insured members on a follow up, clarifications, courtesy calls and or satisfaction calls and other proactive outbound calls flagged as an outbound campaign.Show strong communication skills, active listening and showing empathy to customer enquiries, concerns, and complaints, and provide accurate and appropriate information and/or resolution.Develop and maintain a comprehensive understanding of the organisation’s products or services, including features, table of benefits, terms and conditions…etc.Stay up to date with customer servicing updates, company applications to provide accurate and relevant information to customers and/or insured members.Contribute to a positive and collaborative team environment, fostering culture and continuous improvement.Deliver exceptional customer service and a positive customer experience whilst meeting all SLA’s/KPI’s.Adapt to changing circumstances, customer demands, and business requirements, while maintaining composure and professionalism in challenging situations.Your profile: Bachelor’s degree in business administration and/or any equivalent; additional certifications 6months – 2years proven experience in a customer service role, preferably in a contact center or call center environment.Medical Qualification/Background is an advantage.Experience in the insurance and healthcare industry is a plus.Excellent English verbal and written communication and interpersonal skills.Strong problem-solving and critical thinking skills and abilities.Ability to handle high volume of calls and work under pressure in a fast-paced environment.Proficiency in using customer service software, systems, and any other relevant tools.Ability to work flexible hours /shift base, including evening, overnight, weekend and holidays as per the business requirements.Minimum Qualifications: Bachelor’s degree in business administration and/or any equivalent; additional certifications 6months – 2years proven experience in a customer service role, preferably in a contact center or call center environment.*Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer. #J-18808-Ljbffr